Ms Clara Chong Ming Wah, Hong Kong Tourism
Board,
Executive Director is Keynote Speaker
April 25, 2001 - Pertlink and Contacts International
Consultants, the organisers of SoS, are delighted to announce that Ms Clara
Chong Ming Wah the most senior executive of the newly formed Hong Kong
Tourism Board, has accepted the invitation to be keynote speaker at this
unique event. Her speech is titled �Managing Visitor Experience�.
The half-day seminar will stress on service �
and be devoted entirely to discussing ways of improving service and making
the overseas visitor�s experience of Hong Kong more memorable. A half-day
will be devoted entirely on discussing ways of improving service and making
the overseas visitor�s experience of Hong Kong more memorable. The morning
will be broken into three sections and has been specifically designed to
attract far-sighted senior executives from the hospitality industry who
share a similar vision - to do things better. SoS is endorsed by the Hong
Kong Hotels Association, the Hong Kong Tourism Board and is held in conjunction
with the Hong Kong Polytechnic University.
| We�ve all heard
the comment about hotels � �It�s a great place, but the service is lousy�.
Providing good service is a challenge for most and just putting the best
�hardware� into a hotel or restaurant is wasteful, without the right �software�
(service).
Speakers including well-known academics and hotel
operators who possess a wealth of industry knowledge and experience will
address this issue and serve on a panel covering the following topics:
Part One: Professor Kaye Chon
� Chair Professor and Head � Department of Hotel & Tourism Management
- HK Polytechnic University will talk on �Making Profit through Superior
Service and Customer Satisfaction� - How do you create a competitive edge
in service and profit from customer satisfaction? What can you learn from
companies renowned for their superior services and who have turned a profit
as a result of their service-friendly policy? Based on case studies and
industry examples, this session will prove there is money to be had in
providing good service.
Part Two: Prof. Ray Pine -
Department of Hotel & Tourism Management - HK Polytechnic University
- then covers �The value of technology to create a competitive advantages
in hotels� - We are all aware of the tremendous changes being created by
Information Technology, and this field of technological developments tends
to get much more attention than others. This seminar will examine technology
in its wider sense looks at how it can be used to provide tangible guest
products, create greater efficiency in operations, reduce costs and increase
sales.
Part Three: This distinguished panel of Hotel
Managers �The Hoteliers Forum comprising
� Mr. Douglas Barber
� Vice President and General Manager, Century Hotels; Mr.
John Girard � General Manager, Marco Polo
Hotels, and Hong Kong�s First Lady � Mrs.
Maria Lee, General Manager � Best Western
Rosedale on the Park (Hong Kong�s first cyber hotel) � Mr.
Terence Ronson � Managing Director, Pertlink,
will approach the subject from the operator�s perspective. This moderated
session will field questions from the audience on the provision of service
and the business as a whole. |
SEMINAR ON SERVICE (SoS)
08:30AM � 12:30PM 10th May 2001
Hong Kong Exhibition & Convention
Centre
Rooms 206 � 208, Level 2, New
Wing
08:30 � 09:00 Registration/
Coffee
09:00 � 09:10 Welcome by Karl
D. John
Managing Director, Contacts International
Consultants
09:10 � 09:40 Keynote Speech
�Managing Visitor Experience� � Ms Clara Chong Ming-wah, Executive Director,
Hong Kong Tourist Board
09:40 � 10:10 Professor Kaye
Chon, Ph.D., CHE Chair Professor and Head Dept of Hotel and Tourism Management
The Hong Kong Polytechnic University
Session Title: Making Profit through
Superior Service and Customer Satisfaction�
How do you create a competitive
edge in service and profit from customer satisfaction? What can you learn
from those companies which are renown for their superior services and which
profit from competitive edge in services? Based on case studies and industry
example, this seminar will introduce four principles behind those companies
that set apart from others in customer satisfaction and profit engineering.
10:25 � 10:40 Commercial break
� PR Events
10:40 � 11:10 Professor Ray
Pine, Ph.D. Department of Hotel and Tourism Management The Hong Kong Polytechnic
University
Session title: The value of technology
to create competitive advantages in hotels
We are all aware of the tremendous
changes being created by Information Technology, and this field of technological
developments tends to get much more attention than others. This seminar
will examine technology in its wider sense, looking at how it can be used
to provide tangible guest products, create greater efficiency in operations,
reduce costs and increase sales.
11:10 � 11:25 Commercial Break
- PCCW Business eSolutions
11:25 � 12:15 Panel Discussion
� The Operators Perspective Doug Barber � Vice President General Manager,
Century Hotels John Alexander Girard � General Manager, Marco Polo Hotels
Maria Lee � General Manager � Best Western Rosedale on the Park Terence
Ronson � Managing Director � Pertlink Limited
Moderated by Karl D. John, Managing
Director, Contacts International Consultants
12:15 � 12:30 Wrap-up session
by James Lu
Executive Director, Hong Kong Hotels
Association |
|
This will be an informal session where we anticipate
a lively exchange of information and ideas between the panel and the audience.
Part Four: To round off the event, Mr James
Lu � Executive Director � Hong Kong Hotels
Association will summarize the proceedings, and share with the audience
his vision of the future.
The entire event will be captured on video, and
placed onto VCD for mass distribution. Highlights of the event will be
webcast to give it a far-reaching audience, thus promoting Hong Kong as
a world-class, innovative and interesting city to visit where providing
service is paramount, contrary to everyone�s perceptions.
Entrance will be free, and sponsored by companies
who care about changing the image of Hong Kong into a warm and welcoming
city. Registrations are handled by Karl Derek John [email protected]
The Principals of Pertlink and Contacts International
Consultants are seasoned hoteliers, residents and citizens of Hong Kong
who have tackled the idea of putting emphasis on service in the hospitality
industry head-on by organising this not-for-profit- event. Any residual
amount from sponsorship will be given to the Department of Hotel &
Tourism Management of the HK Polytechnic University, to promote a course
on improving service in the industry. The organisers hope that this will
go a long way in making these students aware that the hospitality industry
thrives on providing service.
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